Greyhound staff - Customer service sucks

We booked a ticket from Worcester to Potch and paid for it. We booked on Greyhound. The bus was supposed to pick up at 20:30 on the 11th of Jan 2023. The bus in question NEVER showed up. On calling them, they said that the Greyhound was substituted with the Cityliner Low budget service. We received no email to confirm this and no sms - the Booking was done over the phone, and it seams like the operator took down the cell number incorrectly. All this resulted in the lady not getting on any bus, as we were did not see a Greyhound at the depo. A very arrogant call center operator who refused to give his name told me that there t&cs allow them to substitute the bus and that if the contact info is incorrect, it is not their problem. He refused to assist me which means we just lost the booking and the money for it. If this is the attitude of their staff, I can see them folding again.